Does this consumer commentary represent a safety valve, allowing them (us) to blow off steam, ease frustration etc. with little real expectation that something will change, that their problem will be solved? Or do consumers truly expect real change to occur or real action to be taken?
I personally don’t think a business can ignore even a single negative blog post. They don’t always have to respond either, but they sure need to keep an eye on it to ensure that single voice doesn’t become a choir.